Summary

Provides excellent customer service to library patrons with their library accounts and materials, basic readers’ advisory, one-on-one technology assistance and training either in person or remotely. Performs basic troubleshooting of library and patron technology. Assigns work to the clerical staff as directed by the Supervisor creates day-to-day schedule accordingly. Alerts Supervisor to staffing and workflow issues as they arise. Participates in training of new and transferred employees during their probationary period and beyond. Fulfills other clerical and operational duties as assigned.

Responsibilities

1. Provides excellent customer service and acts as the first “face” of the library by assisting library customers with questions and transactions. Utilizes a variety of methods to provide assistance, including but not limited to face-to-face, phone, and digital methods. Resolves customer concerns and issues, referring patrons to other staff member or Supervisor when needed. Uses good judgement when interacting with patrons and other staff members.

2. Assists patrons with library and consumer technology, providing in-depth assistance with library and patron-provided hardware and software, including (but not limited to) computers, laptops, tablets and smartphones. Does basic troubleshooting of library technology and can assist patrons with basic troubleshooting of their devices, software, and apps.

3. Assists with training of new and transferred staff in the area of patron use of library hardware and software as well as basic functions of consumer technologies.

3. Provides basic reader’s advisory on an as needed basis, supporting patrons in their use of the physical collection and eBook other software.

4. Maintains materials and library collections as needed by the department and facilitates the flow of library materials throughout the system.

5. Performs clerical duties in support of library operations and procedures. Follows standard routines for opening and closing and securing the Library or department. Effectively assigns and executes daily/weekly/monthly work list of duties and creates schedule accordingly. Maintains a safe, clean, and orderly work environment.

6. Compiles statistical reports by collecting, collating and tabulating data. May assist with library surveys or other types of information gathering.

7. Any and all other duties as assigned.

Requirements

• Graduation from high school or possession of a high school equivalency diploma.
• Excellent customer service skills, a positive attitude, and a love of interacting with the public
• Proficiency in library technology as well as a variety of consumer devices, software and apps. Adaptability in learning new technologies and providing one-on-one instruction to staff and patrons in their use and adoption. Understands and can explain issues relating to online privacy and security simply and with clarity.
• Ability to learn, understand, and apply library policy while using good situational judgment.
• Aptitude for basic troubleshooting of library technology as well as the ability to assist patrons when troubleshooting their own technology.
• Ability to work as part of a team under the direction of a supervisor.
• Excellent communication skills, both verbal and written.
• Travel to other library branches and community outreach are required.
• The majority of work is performed but not limited to a general office/library environment.
• Availability for extended or non-traditional hours as needed to perform job duties.
• Participation and attendance at promotional events and off-site meetings required.
• Able to reach, bend, climb, squat, lift 25lbs, push up to 50lbs, and stand for long periods of time.

Work Schedule

• Must be willing to work days, evenings, and Saturdays (rotating shifts).
• Must be willing to work at the various locations throughout our Mahoning County system.
• Full-time hours are generally 40 hours per week. Part-time hours are generally 24 hours per week, with the option to work additional hours possible.
• Travel to other library branches required occasionally.
• Availability for extended or non-traditional hours as needed to perform job duties. Participation and attendance at promotional events and off-site meetings may be required at managements discretion.

PLYMC is an affirmative action and equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, disability, age, sexual orientation, gender identity, national origin, veteran status, or genetic information. PLYMC is committed to providing access, equal opportunity, and reasonable accommodation for individuals with disabilities in employment, its services, programs, and activities. To request reasonable accommodation, please contact the Human Resources Department at employment@libraryvisit.org.